FieldPulse allows you to manage how and when your customers receive notifications from your business. This guide will help you understand how to unsubscribe customers to various types of communications and identify which messages are considered essential or non-essential.
Customer communication automatic triggers can be set based on various features within FieldPulse and can be set up in company settings. Visit the Customer Communications article to learn more.
Essential vs. Non-Essential Communications
Below, you can view the difference between essential customer communications, messaging which will continue regardless of subscription status, and non-essential customer communications, which customers can opt out of by replying STOP or by a FieldPulse user adjusting the subscription preferences on a customer profile.
Essential Communications
The following communications will continue automatically, even if a user has unsubscribed:
When an estimate is sent and not yet accepted (both with and without a Dynamic Estimate Link)
When an invoice is overdue or past due ((both with and without a Dynamic Invoice Link)
When an invoice status is changed to Paid
When an estimate is accepted
When a payment record is created
When a job is newly created
When a communication is set to be sent a specific time before a job's start date/time
When a communication is manually sent
Non-Essential Communications
The following communications will no longer send if a customer has opted out of communications, or if a FieldPulse user has adjusted the subscription preferences on a customer's profile:
When job status is changed
When site visit status is changed
SMS messages sent via Review Management
Managing Customer Preferences
To adjust a customer's email/SMS settings in the web app, navigate to their customer record and select Actions > Update Subscriber Notifications. Deselecting the box for SMS Communication will unsubscribe them from non-essential communications.
Customers can also opt out of non-essential communications by replying STOP to a FieldPulse SMS. (Note: If a customer opts out by texting STOP, you will not have the ability to override their selection on their customer profile.)
Additional Information
It’s important to note that automatic communications are sent to the customer’s primary phone number. Alternate phone numbers or contact details are not used for automatic notifications and therefore do not need to be opted out.
Have additional questions?
Contact us at support@fieldpulse.com or use the chat feature in the bottom right corner of your screen.